Home Loan Compassionate Care

We’ve created Home Loan Compassionate Care to help support you in paying your home loan repayments for around 12 months.

• If a claim event occurs, let us know as soon as possible so we can help guide you through the process.
• Once you’ve submitted your claim form and other relevant documentation, your claim will be assessed by the Insurer. 
• If your claim is accepted, the Insurer will pay us a fixed benefit amount, calculated by taking your home loan’s estimated monthly repayment at the date of claim event and multiplying this by 12.
• We will pay the minimum required repayment on your eligible home loan(s) each month until the fixed benefit amount is paid out in full.
• The fixed benefit amount typically covers 12 months of repayments, however any changes to your loan can affect this. This means you still have the flexibility to make any changes to your loan during this time – like increasing your home loan, redrawing or switching your loan type.

Limitations & exclusions 

• A $120,000 cap on benefits applies for each insured person across all eligible home loans.
• If a claim is accepted, you can’t claim for the same person again in the future.

If your eligible home loan was funded on or after 24 February 2020, your claim won’t be paid where:

• The illness or injury from which the insured person:
  • passes away or suffers a terminal illness, was medically diagnosed as terminal before the home loan was funded; or
  • passes away, was medically diagnosed before the home loan was funded and the death occurs within one year of the home loan being funded.
• The insured person is a borrower under the loan and they pass away from suicide or self-inflicted injury within one year after the home loan was funded.

Other important exclusions and limitations apply, including for war, terrorism and illegal activity – see the Home Loan Compassionate Care Information Booklet for more information.

Our dedicated Home Loan Compassionate Care team is available to support you through the claims process, providing one-on-one guidance to help you navigate this difficult time.

To claim for Home Loan Compassionate Care, you or your legal representative will need to:

1. Complete the relevant claim form, available below:
   Download the Home Loan Compassionate Care claim form - Terminal illness
   Download the Home Loan Compassionate Care claim form - Death
   
2. Provide us with the completed claim form and relevant supporting documentation as outlined in the relevant form. You can do this by:
   
   - Submitting the form and documentation in person to your local CommBank branch; or
   
   - Mailing them to: Processing Services, Home Loan Compassionate Care, PO Box 334, Silverwater, NSW 2128.

For more information on how to claim, see our guide to making a Home Loan Compassionate Care claim (PDF).

If you need any help filling out the claim form or if you have any questions about your claim, call us on
1800 319 457 between 8am and 5pm (Sydney/Melbourne time), Monday to Friday.